Tele2, a Russian mobile operator, has created the first service center for MVNO partners on the telecom market.
The solution is implemented on the basis of Tele2 contact centers and allows organizing a full cycle of customer service for virtual operators. The new solution will help MVNOs operating on Tele2's network organize 24/7 customer support. Companies will inform their users about products and special offers, answer questions, enable and disable additional services.
The high level of expertise of Tele2 specialists in the telecom field and well-established business processes guarantee high quality customer service when working with the audience of MVNO companies. At the same time, the partner saves on the costs of creating and maintaining its own contact center - on hiring, training and maintaining a large staff of employees, social benefits, purchasing expensive equipment, office equipment, furniture, and renting premises.
The Tele2 solution allows for timely processing of incoming calls, a virtual operator can use other services of a remote client service. For example, if a partner has a need, Tele2 organizes email newsletters, processing requests in chats and instant messengers, telemarketing and other options for developing a customer base. The task pool of the contact center can include: consultations of technical support specialists, programming of conversation algorithms, preparation of a knowledge base, additional training of support service specialists on the specifics of the partner’s industry, generation of call reporting, audio recordings and transcripts of dialogues with customers. For certain questions, it is convenient to set up call routing in such a way that when calling on the first line, Tele2 specialists will answer the subscriber,
An additional advantage will be that the Tele2 remote service sites are located in different time zones: in Rostov-on-Don, Saransk, Chelyabinsk and Irkutsk. This will allow high-quality service to subscribers throughout the country. Using the resource of the contact center of the base operator is relevant both at the initial stage of the formation of an MVNO company, and for an already existing business.
Elena Yurina, Tele2 remote service director
In the conditions of oversaturation of the mobile communications market, the trend of developing the business of virtual operators continues. MVNO-companies work qualitatively with certain audiences, where the position of traditional mobile operators is not so strong. World experience in the development of the MVNO market shows that the next stage is the use of the expertise of the base operator for customer support of the audience of virtual providers.